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Five9 WFO

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Workforce optimization for Five9 contact centers covering forecasting, scheduling, and quality management

Call Center Workforce Optimization Software
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  • Deployment Cloud Based
  • Starting price $119
  • Free trial Not offered
  • Best for SMEs, Enterprises

What is Five9 WFO?

Five9 Workforce Optimization (WFO), marketed as Workforce Engagement Management, provides forecasting, scheduling, and quality management for Five9 cloud contact centers. The WFM component builds multiskill, multichannel forecasts and automated schedules based on agent preferences and business goals, while tracking real-time and historical adherence. The QM component analyzes captured interactions, including 100 percent of calls in some configurations, to reduce scoring variability between evaluators and support supervisors working with hybrid or remote agents.

Five9 offers its own WEM module alongside partner options such as Verint and Calabrio. Pricing for WFO itself is not published separately; it is bundled into the Pro and Enterprise CCaaS plans, which require contacting sales. Five9 is headquartered in San Ramon, California.

Key Features of Five9 WFO

Five9 WFO lists 8 documented features, including Multiskill, multichannel forecasting, Automatic and preference-based agent scheduling and Real-time and historical adherence tracking. The list below covers what the product does rather than how it is marketed.

  • Multiskill, multichannel forecasting
  • Automatic and preference-based agent scheduling
  • Real-time and historical adherence tracking
  • Quality scoring across 100 percent of captured interactions
  • Evaluator calibration to reduce scoring variability
  • Virtual QM for hybrid and remote supervision
  • WFM embedded within CRM interfaces
  • Choice of native Five9 WEM or partner solutions (Verint, Calabrio)

Five9 WFO Pricing

Five9 WFO lists 2 plans, from $119 to $159.

Digital

$119

monthly per seat

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Digital channels only on the Five9 platform seat pricing that covers the workforce optimization capabilities.

Core

$159

monthly per seat

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All channels with AI essentials on the Five9 platform.

Five9 WFO Specifications

Five9 WFO is available on web app and has iOS and Android apps.

Deployment
  • Cloud Based
Billing cycle
Monthly
Desktop
  • Web App
Mobile
  • iOS
  • Android
Languages
  • English
Built for
  • SMEs
  • Enterprises
Support
  • Email
  • Phone
  • Training
  • Tickets
Integrations
Salesforce, Zendesk, Microsoft Dynamics, ServiceNow, Verint, Calabrio
Public API
No
Free trial
No
Free plan
No
Runs in browser
No
Customisable
Yes
Website
five9.com

Five9 WFO Videos

Five9 WFO Screenshots

Five9 WFO screenshot 1

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Five9 WFO FAQs

Workforce Engagement Management is bundled into the Pro and Enterprise CCaaS bundles rather than sold as a fully separate product with its own list price.

Yes, Five9 offers pre-integrated options through partners including Verint Cloud Services and Calabrio.

Its quality management component can analyze 100 percent of captured interactions rather than a manual sample, according to Five9.

Five9 pricing is generally based on concurrent or named users with a minimum of 50 seats.

Yes, agent self-service scheduling features are available on mobile devices.